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Show Results For
-
All HBS Web
(11,809)
- People (51)
- News (3,326)
- Research (6,310)
- Events (24)
- Multimedia (82)
- Faculty Publications (4,858)
- August 2006
- Case
Cellular Service
Background on cellular service technology and "friends and family" plans as foundation for discussing network effects.
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Keywords:
Network Effects
Yin, Pai-Ling, and Abigail Tinker. "Cellular Service." Harvard Business School Case 707-424, August 2006.
- 03 Feb 2003
- Research & Ideas
Web Services
service technologies from a provider, customer, and investor perspective. Customers are concerned with integration and driving down costs, said Steven Lewis, Microsoft's general manager of .net market development. "There is a lot of...
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- March 1993 (Revised April 1995)
- Case
IBM After-Sales Service
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party...
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Keywords:
Service Delivery;
Service Operations;
Supply Chain;
Supply Chain Management;
Logistics;
Operations;
Distribution;
Customer Focus and Relationships;
Competitive Strategy;
Computer Industry
Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)
- October 2008 (Revised February 2012)
- Case
Amazon Web Services
By: Robert S. Huckman, Gary P. Pisano and Liz Kind
Considers the development of Amazon Web Services (AWS), a division of Amazon.com, Inc., specializing in the provision of web-based storage and computing services to web developers. The case focuses on the issues facing Andy Jassy, the head of AWS, in 2008 as AWS faces...
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Keywords:
Price;
Market Entry and Exit;
Service Operations;
Competition;
Diversification;
Web Services Industry;
Web Services Industry
Huckman, Robert S., Gary P. Pisano, and Liz Kind. "Amazon Web Services." Harvard Business School Case 609-048, October 2008. (Revised February 2012.)
- 2017
- Working Paper
Inequality in Knowledge Repository Use in Scaling Service Operations
By: Melissa A. Valentine, Tom Fangyun Tan, Bradley R. Staats and Amy C. Edmondson
To scale service operations requires sharing knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge sharing networks may struggle to access useful knowledge at work. A knowledge repository (KR)...
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Keywords:
Knowledge Repository;
Scaling Service Operations;
Fluid Teams;
Groups and Teams;
Knowledge Management;
Performance
Valentine, Melissa A., Tom Fangyun Tan, Bradley R. Staats, and Amy C. Edmondson. "Inequality in Knowledge Repository Use in Scaling Service Operations." Harvard Business School Working Paper, No. 13-001, July 2012. (Revised August 2017.)
- March 2001 (Revised May 2001)
- Case
&Samhoud Service Management
By: Thomas J. DeLong, Ashish Nanda and Monica Mullick
&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain.
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Keywords:
Mission and Purpose;
Management Practices and Processes;
Customer Focus and Relationships;
Customer Relationship Management;
Consulting Industry;
Netherlands
DeLong, Thomas J., Ashish Nanda, and Monica Mullick. "&Samhoud Service Management." Harvard Business School Case 801-398, March 2001. (Revised May 2001.)
Service Productivity Management
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates...
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- Web
Guest Services
Summary Our Guest Services team is available to assist you throughout your stay, and will handle any concierge services needed while you are on campus. Additionally, they can assist you with any needs...
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- TeachingInterests
Managing Service Operations
By: Frances X. Frei
Managing Service Operations (MSO) focuses on how firms can deliver excellent service while achieving business success. This involves a deep understanding of customers, competitors, and the firm's internal mechanisms.
Career Focus
Managing Service... View Details
- 2008
- Working Paper
Contracting for Servicizing
Servicizing, a novel business practice that sells product functionality rather than products, has been touted as an environmentally beneficial business practice. This paper describes how servicizing transactions mitigate some problems associated with sales...
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Keywords:
Customer Focus and Relationships;
Contracts;
Market Transactions;
Service Delivery;
Service Operations;
Sales
Toffel, Michael W. "Contracting for Servicizing." Harvard Business School Working Paper, No. 08-063, February 2008. (February 2008.)
- 2005
- Book
Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords:
Technology;
Digital;
Services;
Strategy;
Internet and the Web;
Service Delivery;
Marketing
Rayport, Jeffrey F., and Bernard J. Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Boston, MA: Harvard Business School Press, 2005.
- September–October 1991
- Article
The Service Driven Service Company
By: Leonard A. Schlesinger and James Heskett
Schlesinger, Leonard A., and James Heskett. "The Service Driven Service Company." Harvard Business Review 69, no. 5 (September–October 1991): 71–81.
- 11 Apr 2000
- Research & Ideas
Financial Services 24/7
routine part of most people's lives, there is no doubt that technology—especially Internet technology—is having a huge impact on the financial services industry. With much hype and headlines, Web trading has revolutionized the securities...
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Keywords:
by Susan Young
- Awards
Rhode Island College. Doctor of Public Service
Awarded an Honorary Doctorate in Public Service from Rhode Island College in 2008.
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- 2012
- Other Unpublished Work
The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services
By: Richard Bohmer
This paper was commissioned to contribute to The King's Fund's 2012 review of leadership
and engagement.
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Keywords:
Health Care;
Service Quality;
Quality;
Leadership;
Service Delivery;
Health Care and Treatment;
Health Industry
Bohmer, Richard. "The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services." King's Fund, London, England, May 2012.
- August 2013 (Revised September 2013)
- Course Overview Note
Entrepreneurship in Healthcare IT Services (EHITS) Fall Term 2013: Course Outline and Syllabus
By: Robert F. Higgins
This is the syllabus and course outline for "Entrepreneurship in Healthcare IT and Services (EHITS)" taught by Prof. Bob Higgins in the fall of 2013. Contains the course overview, objectives, goals and themes.
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Keywords:
Healthcare Technology;
Health Services;
Healthcare Ventures;
Entrepreneurship;
Health Care and Treatment;
Information Technology;
Health Industry;
Technology Industry;
United States
Higgins, Robert F. "Entrepreneurship in Healthcare IT Services (EHITS) Fall Term 2013: Course Outline and Syllabus." Harvard Business School Course Overview Note 814-022, August 2013. (Revised September 2013.)
- March 1996 (Revised July 1996)
- Case
Service Corporation International
By: Benjamin C. Esty and Craig F Schreiber
The CFO of a high-growth company in the low-growth and fragmented funeral services industry must decide how to optimize capital structure and earnings growth while maximizing the company's market value.
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Keywords:
Financial Management;
Value Creation;
Business Growth and Maturation;
Consolidation;
Industry Growth;
Capital Structure;
Expansion;
Service Industry;
United States;
North and Central America
Esty, Benjamin C., and Craig F Schreiber. "Service Corporation International." Harvard Business School Case 296-080, March 1996. (Revised July 1996.)
- Article
Sustainability in Financial Services Is Not About Being Green
By: Robert G. Eccles and George Serafeim
Keywords:
Sustainability;
Financial Services;
Banks;
Insurance Companies;
Risk;
Risk Management;
Insurance;
Accounting;
Banks and Banking;
Financial Services Industry
Eccles, Robert G., and George Serafeim. "Sustainability in Financial Services Is Not About Being Green." Harvard Business Review Blogs (May 15, 2013).
- 2018
- Article
Service Operations: What's Next?
By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel....
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Field, Joy M., Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi, and Jie J. Zhang. "Service Operations: What's Next?" Journal of Service Management 29, no. 1 (2018): 55–97.
- September 2019
- Article
The Persistence of Broadband User Behavior: Implications for Universal Service and Competition Policy
By: Andre Boik, Shane Greenstein and Jeffrey Prince
In several markets, firms compete not for consumer expenditure but consumer attention. We examine user priorities over the allocation of their time, and interpret that behavior in light of salient tensions in policy discussions over universal service, data caps, and...
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Keywords:
Broadband Service;
Attention Allocation;
Consumer Behavior;
Household;
Internet and the Web;
Competition;
Policy
Boik, Andre, Shane Greenstein, and Jeffrey Prince. "The Persistence of Broadband User Behavior: Implications for Universal Service and Competition Policy." Telecommunications Policy 43, no. 8 (September 2019).